You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.

Location: We welcome applicants from anywhere in the U.S.  

  
At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America. 

The opportunity: 

The Lead Customer Service Representative serves as a resource and provides support by answering questions and monitoring workflow to team members related to inbound calls. In addition, the position is responsible for the coordination of queue management to ensure turnaround times are met while achieving superior operational performance and process excellence.

How you will contribute: 

• Monitor and oversee customer service department queue management to ensure compliance with enterprise wide client contract SLAs.
• May monitor and evaluate CSR calls utilizing monitoring system to ensure that service is being delivered based on established guidelines.
• May train and mentor team members and identify development needs, working with Supervisor to coordinate additional training as needed.
• May serve as a back-up to the CS Training Specialist, leading or supporting Specialist during new hire and follow-up training.
• Provide feedback on CSR performance to Supervisor.
• Contact cross functional departments when necessary to notify of potential impacts.
• Assist team members in responding to and resolving questions regarding processing, processes, policies, etc. and serve as a resource and subject matter expert, based on a strong working knowledge and departmental guidelines
• Use sound judgment to escalate issues that may require intervention of the Supervisor.
• Participate in ad hoc projects and stretch assignments related to operational activities and generally support management in a positive and productive manner
• Assist in ensuring staff meet or exceed productivity metrics.
• Assist in the distribution of work to team members as directed by the Supervisor.
• Research, analyze, resolve, and respond to any internal and external inquires.
• Resolves problems quickly by regularly interfacing with customer as needed.
• Create and implement department processes as needed.
• Maintain department service levels by performing team member functions as needed.
• Other duties as assigned.

What you will bring with you: 

• Associates degree and/or 4-5 years of experience in customer service.
• Knowledge of general computer software. (Excel and MS Word).
• Excellent interpersonal, written and verbal communication skills.
• Proven ability to work well individually and with a team.
• Ability to prioritize and organize multiple tasks.
• Ability to remain organized with multiple interruptions.
• Attention to detail, accuracy and organization skills is essential.
• Demonstrates self-motivation by taking initiative to learn more and take on more challenges.
• Cooperative, professional and effective interaction skills with co-workers, company staff and visitors.
• Ability to work in excess of 40 hours in a week.
   

Preferred Qualifications:

• One year of people leadership experience.

Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you. 

Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you.

Life is brighter when you work at Sun Life 

• Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more 
• Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account  
• A flexible work environment with a friendly, caring, collaborative and inclusive culture  
• Great Place to Work® Certified in Canada and the U.S.  
• Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running 
   

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 

  

If you are a California resident, the salary range for this position is: 

Southern region: $43,000 - 55,400 annually  

Central region: $45,500 - 61,200 annually  

Northern region: $48,500 - 65,500 annually  

If you are a Colorado resident, the salary range for this position is $41,100 - 55,400 annually.

  

If you are a New York resident, the salary range for this position is $48,500 - 65,500 annually. 

If you are Washington resident, the salary range for this position is $45,500 - 61,200 annually  

We consider various factors in determining actual pay including your skills, qualifications, and experience.  In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits. 

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more. 

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.  

Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email [email protected] to request an accommodation.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

Call Centre

30/08/2024

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran